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If Ubisoft support has not replied, first identify who charged your payment. For a purchase made through Ubisoft Store or Ubisoft Connect, open Ubisoft Account Management → Order History and use the automatic refund-request tool. Ubisoft’s published commercial policy generally covers a digital PC game requested within 14 days of purchase with less than two hours of playtime, subject to additional conditions. If another company processed the payment, that retailer—not Ubisoft—must handle the refund.
Start by identifying the seller
The company shown on your receipt or bank statement determines the correct refund process. A Ubisoft support ticket cannot replace the refund procedure of a separate retailer.
| Where you paid | Who handles the refund | First channel to use | Important eligibility factors |
|---|---|---|---|
| Ubisoft Store or Ubisoft Connect | Ubisoft | Ubisoft Account Management → Order History; Customer Support is the written fallback | Purchase date, playtime, product type, defect or non-conformity, and applicable local law |
| Steam | Steam | Steam’s refund interface and support | Steam’s own conditions, purchase details, usage and download status, plus local rights |
| Epic Games Store | Epic Games Store | Epic’s refund process | Epic’s own conditions and the circumstances of the transaction |
| PlayStation Store | PlayStation | PlayStation’s official refund-request flow | PlayStation policy and any rights for faulty content under local law |
| Xbox Marketplace | Xbox | Xbox’s refund process | Xbox’s own conditions and applicable consumer law |
| Nintendo eShop | Nintendo | Nintendo’s support and refund process | Nintendo’s own conditions and applicable consumer law |
Ubisoft states that titles bought through approved resellers are subject to those stores’ conditions and that refund requests must be addressed directly to the respective store. If the receipt names a third party, use that company’s account and transaction history even if the game launches through Ubisoft Connect.
Ubisoft Store and Ubisoft Connect: the documented route
1. Open Order History
- Sign in to the Ubisoft account used for the purchase.
- Open Account Management.
- Select Order History.
- Locate the game order and choose the available refund-request option.
Ubisoft’s Store Terms of Sale describe this self-service route as follows: “You can request a refund via your Account Management by using our automatic refund request tool accessible on your Order History page…” If the tool accepts the request, save the confirmation page or email and keep the order number.
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2. Check the direct-store commercial window
For a digital PC game bought directly from Ubisoft, Ubisoft says it may refund a request made within 14 days of purchase when the game has less than two hours of playtime. These are conditions in a commercial policy, not an unconditional guarantee that every request will be approved. Other conditions, the product category, the account history and local law can affect the result.
Count the 14-day period from the purchase date shown in the order record. Do not assume that downloading alone establishes eligibility or that a purchase from another store is covered by Ubisoft’s direct-store policy.
3. Use Customer Support if the tool is unavailable
If Order History does not show a refund option, submit a written Customer Support case. Include the order ID, purchase date, exact title or edition, platform, current playtime, and the reason for the request. State clearly whether you are relying on the commercial refund policy, a defect or non-conformity, or both.
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Keep one case complete and traceable
Do not discard the original ticket number or open a series of disconnected cases unless Ubisoft’s system requires it. Reply in the existing thread with the missing facts so the request remains associated with the transaction.
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- Ubisoft ticket number and the email address on the Ubisoft account
- Receipt or order confirmation, including the order ID and purchase date
- Exact product name, edition, platform and region
- Playtime shown by the launcher, if available
- Whether the game was downloaded, launched or played after the request
- A concise description of the defect, non-conformity or other reason
- The explicit remedy requested: a refund to the original payment method
Save screenshots of the order, the refund-tool result, the submitted ticket and any error message. Keep payment records until the case is closed.
Stop using the game during review
Do not launch or continue playing the game while a direct-store request is being assessed. Additional playtime can make it harder to satisfy the less-than-two-hour condition. Avoid purchases of related add-ons while the case is unresolved as well; keep the account activity easy to explain.
Submit through Order History if it still works
A delayed support reply does not prevent you from using the automatic tool. If Order History still accepts the request, submit it there even if a support case already exists, then add the new confirmation number to the existing case. The self-service submission gives Ubisoft a structured transaction record; the support thread supplies the explanation and evidence.
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Do not promise yourself a response deadline
Ubisoft does not publish a universal response-time guarantee in the materials governing this process. Treat an estimated wait shown in an email or queue as an estimate, not a binding service-level agreement. If no reply arrives, send a concise follow-up in the original case, attach the transaction evidence again if necessary, and continue using the formal refund interface rather than relying on social-media messages or an informal request.
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Purchases made through another store
Steam, Epic, PlayStation, Xbox and Nintendo
For a purchase made through Steam, Epic Games Store, PlayStation Store, Xbox Marketplace or Nintendo eShop, sign in to that retailer and open its order or account-support area. The retailer that collected the payment controls its refund decision and timing. Ubisoft can troubleshoot account or game problems, but a Ubisoft ticket does not transfer the retailer’s refund obligation to Ubisoft.
PlayStation provides an official refund-request flow and notes that local law may add rights when digital content is faulty. Similar statutory protections may exist in other jurisdictions, but the exact rules depend on where the transaction occurred and cannot be inferred from Ubisoft’s commercial window.
Do not apply Ubisoft’s 14-day rule to a third-party order
The 14-day and less-than-two-hour conditions described by Ubisoft apply to the direct Ubisoft commercial policy for a digital PC game. They are not a universal “Steam two-hour rule,” nor do they automatically govern console or third-party purchases. Use the store named on your receipt and read its conditions for that transaction.
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Downloading is not the same as proving eligibility
A downloaded or launched game may still be eligible under a retailer’s rules, but the relevant conditions differ by seller and product. For a direct Ubisoft PC purchase, record the launcher’s playtime and stop using the game once you decide to request a refund. Do not claim that a download never occurred if the order record shows otherwise; give the accurate status and explain the problem.
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Describe defects and non-conformity precisely
If the game crashes, fails to launch, lacks advertised content or otherwise does not conform to its description, document the symptom instead of writing only “I changed my mind.” Include the date, error text, affected feature, troubleshooting already attempted and whether the problem is reproducible. A defect or non-conformity can matter independently of a voluntary commercial window.
Ubisoft’s terms and help material preserve applicable statutory rights for defective or non-conforming products. Those rights vary by jurisdiction, may require a repair or replacement opportunity, and can survive a commercial-policy limitation. If the seller rejects a well-documented defect claim, consult the consumer-protection route available where you made the purchase.
Products that are commonly excluded
| Product or transaction | Typical treatment under Ubisoft guidance | What to do |
|---|---|---|
| Base digital PC game bought directly from Ubisoft | May qualify within 14 days and with less than two hours of playtime, subject to conditions | Use Order History, preserve the order record and stop playing |
| Downloadable content or expansion | Generally final once access begins | Report a defect or non-conformity and rely on any applicable statutory rights |
| Season Pass or Year Pass | Generally final once access begins | Document a defect and contact the seller that processed payment |
| Virtual currency or other in-game-store purchase | Generally final once delivered or access begins | Check the seller’s policy and state any unauthorized or defective transaction separately |
| Immediately delivered consumable | Generally non-refundable after delivery | Preserve delivery and transaction records; statutory exceptions may apply |
“Generally final” describes the commercial treatment in Ubisoft’s guidance, not a waiver of legal rights. Faulty, misdescribed or unauthorized transactions can require a different analysis under local law or the retailer’s rules.
Pre-orders and Ubisoft+
Digital pre-orders
Ubisoft’s terms state that a digital pre-purchase can be cancelled and refunded at any time before the scheduled release. If the release has already occurred, the ordinary post-purchase conditions and any applicable statutory rights become relevant. Submit the cancellation through the account or store that took payment and retain the confirmation.
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Ubisoft+
Ubisoft+ is a digital service rather than a single game purchase. Where a withdrawal right applies, Ubisoft’s terms describe a pro-rata refund based on the period of access. State the subscription start date, cancellation date and access history; do not present the 14-day PC-game condition as the subscription rule.
A decision path when the first request stalls
- Check the payment record. If the merchant is not Ubisoft, move immediately to that retailer’s refund system.
- For a Ubisoft charge, inspect Order History. Submit the automatic request if the option is present and save its confirmation.
- Verify the commercial conditions. For a direct digital PC game, compare the purchase date with 14 days and the recorded playtime with two hours.
- Classify the product. Base games, DLC, passes, currency and consumables can have different treatment.
- Classify the reason. Record whether this is a policy request, a defect or non-conformity, an unauthorized transaction, or a pre-order cancellation.
- Update the existing case. Reply with the order ID, evidence and requested remedy; avoid contradictory explanations.
- Escalate through formal channels. If the seller still does not resolve a documented defect or conformity issue, use the consumer-protection process applicable to the purchase location.
Message template for a delayed case
Send a factual update in the existing support thread. Replace the example values with your own information:
Hello,
I am following up on ticket [ticket number] for order [order ID].
Product: [exact title and edition]
Platform: [platform]
Purchase date: [date]
Playtime shown in the launcher: [time]
I am requesting a refund to the original payment method because [brief reason]. The issue is: [specific defect or non-conformity, if applicable]. I have stopped using the game while this request is reviewed. Please confirm the status of the refund request and advise if any further evidence is required.
Thank you.Keep the explanation short enough to scan, but attach the receipt and screenshots that prove the transaction and the problem. Do not include a password, full payment-card number or other unnecessary sensitive data.
Common mistakes that delay a refund
- Contacting Ubisoft about a third-party charge: the payment retailer must process that refund.
- Continuing to play: additional playtime can undermine the direct-store under-two-hour condition.
- Leaving out the order ID: support cannot efficiently match a vague title name to a transaction.
- Calling every purchase a “game”: DLC, passes, currency and consumables are treated differently.
- Using several contradictory tickets: keep one clear chronology and reference the existing case.
- Assuming a commercial limit cancels legal rights: describe a genuine defect or non-conformity and use the consumer-protection route available in your jurisdiction.
- Expecting a guaranteed reply time: Ubisoft publishes no universal support-response SLA in the reviewed policy material.
What to keep until the case is closed
- The original receipt, order ID and payment record
- Ubisoft or retailer ticket numbers and confirmation emails
- Screenshots of Order History and any refund-tool result
- Playtime and download information captured before further use
- Error messages, videos or screenshots showing a defect
- The date and content of every follow-up
- The final approval or rejection and the date the payment was credited
Once the refund is confirmed, verify the credit with the original payment provider. If the request is rejected, read the stated reason before deciding whether to submit additional evidence or pursue a statutory consumer remedy.
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Product prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on Amazon at the time of purchase will apply.
